Thomas Wieberneit

Salesforce adds more Einstein and Quip to the Service Cloud. Is it good for...

The News Today Salesforce announced the next release of its Service Cloud. It brings together more Einstein AI as part of the Service Cloud and adds Quip to it. This enables more agent empowerment and efficient work. In order to augment the tools with ...

There’s a Bot in the Future of CxM

Modern customer relationship management, if I may use this ancient term, is undergoing significant change. It is a change towards achieving customer outcomes. But...

Ten questions you always wanted to ask about Customer Experience

This is a slightly enhanced transcript of an interview about customer experience, with the challenge to keep within two minutes. I kept the transcript short, which might raise a question or two. Let's discuss!

What the heck is Customer Centricity?

Reading the very interesting post Customer Centricity is MORE than Customer Experience by Joseph Michelli I engaged into a discussion about things centricity. The discussion basically is about answering the question “What the heck is customer centricit...

Salesforce, Service, AI and … IoT

AI, IoT, and CRM, three acronyms. However, these three belong together and should not be treated or looked at separately. One important reason for this is that companies and organizations can provide significantly better service experiences and, more i...

The Return of the Suite

The suite is back. I have said and written that a good number of times in the past few years. And that is a good thing (that the suite is back, not that I said it, of course), because one of the major challenges with a best of breed approach is integra...

Nimble 2018 – The Story continues

The year 2018 is coming to an end, which means it is high time for some interesting product and roadmap news. Here’s some Nimble news (ok, not THAT fresh anymore, I have been incredibly busy recently). For starters, Nimble released its long awaite...

AI 2019 – A View Into the Glass Bowl

It is hard to believe, but the year 2018 is already coming to an end. It has been an exciting, yet incredibly busy year...

The Secret Sauce of Success – Recipe unveiled by the DC Office of Unified...

Back in 2015 the Washington D.C. Office of Unified Communications (OUC) started a re-platforming exercise of their backbone from an on premise system to a cloud based customer service solution. The Washington, D.C. Office of Unified Communications mana...

Data Rules – SAP acquires Qualtrics

The News On November 11, 2018 SAP announced that it has entered a definitive agreement to acquire Qualtrics, the “global pioneer of the experience management (XM) software category”. Here is the full announcement for you to read: WALLDORF, Germany, PRO...

Are AI-Powered Chatbots Ready for Mainstream Adoption?

Blockchain, hyped as the technology is at the moment, has not only quite some potential but has matured considerably over the past months. Still, after...

Clash of Titans – The IaaS Platform Providers

In the past three posts of this series I have covered the definition of a platform, followed by a brief analysis of the big four players in the customer experience world, namely Microsoft, and SAP, followed by Salesforce and Oracle. And ...

Clash of Titans – The War Cry: Oracle and Salesforce

More Food for Thought In the last article Clash of Titans – Microsoft and SAP weigh in of this little series, I discussed the strategy of two of the big four and how they are positioned in the platform play of the business software titans – and others....

Clash of Titans: Microsoft and SAP weigh in

A little recap As it has been some time since I published Clash of Titans – Platform Play, the first part of this little series, let me start with a little recap. The business applications market, especially the CRM market, is evolving fast. CRM has mo...

Clash of Titans – Platform Play

A lot has evolved since my Clash of the Titans post that looked into how the big 4.5 (Microsoft, Oracle, Salesforce, SAP, and Adobe) and others are positioning themselves and their platform in the greater CRM arena. First, the commoditization of the bu...

How Blockchain Can Fix Advertising

The biggest asset an organization can work with is trust. Trust in a brand and its messaging, aka marketing, is what makes marketing successful...

SAP C/4HANA! Explosive? Some Questions and some Answers

During SAPPhire 2018 SAP announced C/4HANA with quite a fanfare. I covered and analysed this announcement in my post SAPPHIRE 2018 – The Return of the Suite. Sure, C/4HANA marks the return of SAP to the suite, just in another shape than previously know...

Einstein smartens up Salesforce Service Cloud

The News A few days ago Salesforce released a new iteration of its Service Cloud Einstein after infusing its artificial intelligence, Einstein, into the Service Cloud in February 2017. This release comes with three major enhancements to the Service Clo...

Here’s why Nimble is so successful

The News In the past few weeks there have been two interesting announcements by Nimble. First, on June 14, 2018 Nimble announced a partnership with Velosio, one of the largest Microsoft Dynamics VARs in North America. Velosio and Nimble entered into a ...

The future of CRM – as seen by Salesforce

The News On June 13, 2018, during its annual Connections event, Salesforce announced a number of additions to their marketing cloud and their ecommerce and service clouds. The announcement goes into three main directions: Based on the strategic allianc...

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